Customer Service Technician

IMRIS Imaging, Inc DBA IMRIS•Chaska, MN

31d•Onsite

About The Position

As a leader in image guidance solutions, IMRIS Imaging, Inc. provides optimized, fully integrated image-guided therapy environments that address the important needs of patients, clinicians, and hospitals by delivering timely MRI and imaging data to clinicians for use during surgical or interventional procedures. The IMRIS Surgical Theatre enables intraoperative imaging directly within operating rooms. The Company also designs and manufactures proprietary head fixation devices, imaging coils and OR tables for use in this unique and multifunctional intraoperative environment. It is estimated that over 70,000 patients have benefited from lifesaving or life-extending procedures performed in an IMRIS Surgical Theatre. IMRIS will continue to integrate new intraoperative imaging technologies and shape the future of neurosurgery in operating rooms worldwide. We are currently searching for a Customer Service Technician (CST) to join our Customer Service Team. This role will be performed both on-site and is based in the Greater Twin Cities area at our Chaska, MN headquarters. Please note: There is no relocation offered for this role. The ideal candidate should reside in the Greater Twin Cities area. The Customer Service Technician (CST) is an office-based, customer-facing role responsible for assisting with the installation, service, maintenance and modification of IMRIS Imaging’s intraoperative imaging theatres at the IMRIS lab and customer sites. The CST applies technical acumen to deliver customer satisfaction while meeting corporate and financial objectives and service opportunities. This role supports and interacts with Customer Service, Sr. Lab Technician, Clinical Applications, Manufacturing Operations, R&D, and QA/RA functions. The CST is responsible for managing the customer service tools and cage. This position requires technical and interpersonal skills in order to solve unique problems and achieve mutual goals

Requirements

Experience with repairing, maintaining, and testing capital medical equipment; aptitude to troubleshoot, analyze and formulate solutions to complex problems. Strong mechanical and electronics/computer background is preferred.
Must be proficient in the use of standard hand tools and service test equipment.
Must be proficient with PC and various Microsoft Office applications.
Able to work both individually and in an established team setting.
Strong customer relationship skills, build trust over time by producing results that match commitments.
Ability to travel and provide service/field support in assigned geography and regionally within the US; ability to support international sites if/as requested. Willingness to participate in on-call rotation.
Valid driver's license and good driving record required.
Must be willing to work varying hours and up to approximately 30% overtime, as business needs dictate and change.
Able to lift 50 pounds.
Able to work in an MR healthcare environment.

Responsibilities

Assist with installation, corrective service, preventative maintenance, and modifications on equipment within IMRIS’s Intraoperative Surgical Theatres at customer sites with minimal supervision.
Assist with system installations per equipment specifications, installation protocols, customer configuration, and program schedule to ensure equipment functionality and delivery.
Assist with corrective service on existing customer systems upon customer complaint/product failure.
Assist with proactive maintenance per equipment specifications, customer configuration, and pre-defined schedule to ensure the availability of intraoperative imaging to customers and patients.
Implement Field Action Plans/product modifications across the defined product line and customer base per protocol and established timeline.
Create, update, and maintain service calls with customer reported problem, repair details, associated work activities, and part consumption within the IMRIS ERP system. Document and process complaint information per defined protocol.
Complete all service and installation activities consistent with international quality standards. Comply with IMRIS’s Quality Management System; follow established procedures and complete required installation and service records for device history retention.
Perform necessary administrative duties accurately and in full per defined standards.
Provide field feedback, identify corrective and preventive measures, support process improvements, and implement Service project plans as needed.
Align with the Service Methods Specialist and other CSE members to solve unique product failures and service issues.
Build and maintain productive working relationships with customers, peers, and business partners.
Develop, update, and maintain installation and service procedures, tools, and equipment.
Assist, and/or lead as appropriate, Service activities and projects driven by business, functional, product or customer need both in the office and field settings. Manage schedule, time commitment, and deliverables amongst field service responsibilities.
Support departmental goals and business objectives.
Maintain the Lab MRI systems as a safe and effective work site for the IMRIS organization.
Maintain the CS cage and Tools, including calibrated tools and shipping to and from sites as required.
Perform or coordinate scheduled maintenance on MR systems, Lab equipment and controlled/calibrated tools within Customer Service control in the Lab.
Assist Sr Lab Technician with close control of modifications to Lab systems, related documentation and system state logs.
Required overnight travel for on-site customer service of approximately 40-60%; remaining time to be spent at IMRIS office to fulfill job responsibilities as defined above.
Required to be onsite at IMRIS office for a minimum of 3 days per week, aligning with IMRIS team days.
System installations may require travel of up to 14 days onsite.